Automatic Call Distributor (ACD)

Route inbound calls to agents based on caller data, IVR selection, business hours and agent skills to optimize each caller’s experience.

Automatic Call Distributor (ACD) forms the backbone of Talkdesk’s call center software. ACD is a telephony system that works with a Computer Telephony Integration (CTI) system and Interactive Voice Response (IVR) system to answer incoming calls and route them to specific agents or departments. This feature allows you to perform the following functions.

Route Calls to Specific Agents

With ACD, inbound calls will be routed to the specific agent or department that is most qualified to address the caller’s needs. For example, callers from Mexico will be routed to Spanish-speaking agents, callers seeking support will be routed to support agents and callers who dialed in to a promotional phone number will be routed to agents trained to respond to that promotion. This feature increases first call resolution and customer satisfaction.

Identify VIP Callers

Enable VIP callers to skip the waiting queue and be routed immediately to the most appropriate agent. This ensures that your high-value customers are treated with extra respect, speed and care.

Call Monitoring and Reporting

Talkdesk’s ACD provides you with call monitoring, call conferencing and call barging functionality. It also acquires data for real-time and historical reporting. These call center software features help to enhance managerial practices and provide insight into team performance.

Automatic Call Back

Our ACD allows callers who would like to avoid the waiting queue to elect to have an agent call them back instead. This increases customer satisfaction and customer loyalty.

Multiple Call Queues

With the Talkdesk ACD, you can have multiple waiting queues. Create different waiting queues for different departments, teams of agents or phone numbers. This keeps caller waiting time to a minimum and increases the efficiency of your team.

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